topic Re: Moto Z2 Play spontaniously shuts off and is hard to power back on in Moto Z Droidhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008666#M934
<HTML><HEAD></HEAD><BODY><P>Has anyone had ANY SUCCESS with the so called Customer Service?&nbsp; I've tried all the suggestions on the many forums related to this issue and contacted CS, who seemingly is only interested in if it has water or corrosion damage.&nbsp; UGH! </P><P>If anyone has any ideas on how to resolve this random shutdown/battery malfunction/camera app misfire, please let me know.&nbsp; </P></BODY></HTML>Thu, 31 Jan 2019 21:30:41 GMTDEBPET822019-01-31T21:30:41ZMoto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008626#M894
<HTML><HEAD></HEAD><BODY><P>My daughter has a <SPAN class="ng-scope ng-binding a-device-type a-bold a-block">Moto Z2 Play and it will randomly shut itself off.&nbsp; It's not a battery issue because when you get it powered back on it will have anywhere from 40% up.&nbsp; It's an instant shutdown.&nbsp; To get the phone started again I had to hold the power button for about 10 seconds.&nbsp; This just started within the past week or so.</SPAN></P><P><SPAN class="ng-scope ng-binding a-device-type a-bold a-block"></SPAN></P><P><SPAN class="ng-scope ng-binding a-device-type a-bold a-block">I checked to see if it needed an update but it showed current.</SPAN></P><P><SPAN class="ng-scope ng-binding a-device-type a-bold a-block">It happens both Wifi and network.</SPAN></P><P><SPAN class="ng-scope ng-binding a-device-type a-bold a-block">It has happened in multiple activities...listening to music, VOIP phone, regular phone, no clear pattern.</SPAN></P><P><SPAN class="ng-scope ng-binding a-device-type a-bold a-block"></SPAN></P><P><SPAN class="ng-scope ng-binding a-device-type a-bold a-block">Has anyone had any odd issues with random power downs like this?</SPAN></P></BODY></HTML>Wed, 31 Jan 2018 23:18:24 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008626#M894D_Zimmerman2018-01-31T23:18:24ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008627#M895
<HTML><HEAD></HEAD><BODY><P>I have this issue almost every day. Customer service has been worthless in resoling. </P></BODY></HTML>Sun, 25 Feb 2018 22:26:32 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008627#M895jj3802018-02-25T22:26:32ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008628#M896
<HTML><HEAD></HEAD><BODY><P>j380,</P><P>&nbsp;</P><P>Help is here! You deserve top-not technical assistance at all times &amp; I regret that has not been happening. We want to make sure that your device does not power off &amp; give you a hard time powering back on. Allow me to gather some information to make sure we get this situation resolved as quickly as possible. When did this problem start to happen? (A few days ago? A few weeks ago?) Around the time this started to happen, do you recall downloading any new apps or was there a new software update performed? Is there any physical or liquid damage to your device? </P><P>&nbsp;</P><P>&nbsp;</P><P>AliciaS_VZW<BR />Follow us on TWITTER @VZWSupport<BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Tue, 27 Feb 2018 22:37:29 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008628#M896vzw_customer_support2018-02-27T22:37:29ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008629#M897
<HTML><HEAD></HEAD><BODY><P>Hello. There is no damage, I have the latest software update and I have</P><P>tried all the trouble shooting that customer service has given me. my phone</P><P>powers off randomly, freezes up and crashes. My wife's phone same kind does</P><P>same thing.</P><P></P><P>On Feb 27, 2018 5:38 PM, "vzw_customer_support" &lt;forums@verizonwireless.com&gt;</P></BODY></HTML>Tue, 27 Feb 2018 23:38:58 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008629#M897jj3802018-02-27T23:38:58ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008630#M898
<HTML><HEAD></HEAD><BODY><P>jj380,</P><P>&nbsp;</P><P>I'm sorry to learn of the issues you are having with the devices. Since you are both having the same issue and you're using the same device, I'd need to gather some additional information. Instead of going back and forth, I've sent you a Direct Message.&nbsp;</P><P>&nbsp;</P><P>ChristinaB_VZW</P><P><STRONG><EM>Follow us on TWITTER @VZWSupport<BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</EM></STRONG></P></BODY></HTML>Fri, 02 Mar 2018 01:23:00 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008630#M898vzw_customer_support2018-03-02T01:23:00ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008631#M899
<HTML><HEAD></HEAD><BODY><P>My phone does this all the time and customer service has been absolutely no help at all </P></BODY></HTML>Sun, 04 Mar 2018 18:25:29 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008631#M899Amsmith812018-03-04T18:25:29ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008632#M900
<HTML><HEAD></HEAD><BODY><P><STRONG>It disappoints me to hear that several people here are experiencing similar issues with the same model. We strive for the best customer service. I am not finding any other reports or known shutting down issues for the Moto Z2 Play. Not to worry, I am confident that we can help you figure this out&nbsp;</STRONG><STRONG><A _jive_internal="true" class="jive-username-link jiveTT-hover-user" data-avatarid="220390" data-externalid="" data-presence="null" data-userid="5373200" data-username="D.Zimmerman" href="https://community.verizonwireless.com/people/D.Zimmerman">D.Zimmerman.</A>&nbsp;</STRONG></P><P>&nbsp;</P><P>Is there any type of physical or water damage (<A href="https://goo.gl/VEPbuL">https://goo.gl/VEPbuL</A>) on her device? Does she receive any type of warning or errors before it shuts down? How often does she restart her device or does she never turn it off?</P><P>&nbsp;</P><P>RyanC_VZW</P><P>Follow us on Twitter @VZWSupport</P><P>If my response answered your question please click the Correct Answer button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Tue, 06 Mar 2018 18:44:38 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008632#M900vzw_customer_support2018-03-06T18:44:38ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008633#M901
<HTML><HEAD></HEAD><BODY><P>thats great you're disappointed... and all I seem to see is you are looking "to gather more information".....so what is the issue???</P><P></P><P>talking on the phone and bam.....the flash goes off and the screen goes black.&nbsp; Turn it back on and the battery shows 30%.</P></BODY></HTML>Tue, 13 Mar 2018 23:52:19 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008633#M901danb12342018-03-13T23:52:19ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008634#M902
<HTML><HEAD></HEAD><BODY><P>I had this problem. I took it to the Verizon store and they checked it out. Said it was just a manufacturing default and gave me a new one for free. I was still under contract.</P></BODY></HTML>Wed, 18 Apr 2018 00:38:31 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008634#M902ray_dye2018-04-18T00:38:31ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008635#M903
<HTML><HEAD></HEAD><BODY><P>Problems are never fun when it involves&nbsp;your cell phone, ray_dye. Had this issue resurfaced itself since you had your phone replaced?&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>JoeyM_VZW&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</P><P>Follow us on Twitter @VZWSupport</P><P>If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!</P></BODY></HTML>Fri, 20 Apr 2018 00:48:00 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008635#M903vzw_customer_support2018-04-20T00:48:00ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008636#M904
<HTML><HEAD></HEAD><BODY><P>How frustrating is it to see NUMEROUS other customers experiencing the same issues as I am.&nbsp; I began having issues after the 711 upgrade.&nbsp; Battery life quickly drained.&nbsp; Then occasionally it would cut off on it's own.&nbsp; I was able to restart so ok...irritating but I can deal.&nbsp; Then it became more frequent.&nbsp; NOW...I play heck getting it to restart.&nbsp; Often it just will NOT !&nbsp; It will show no charge...but it does have charge.&nbsp; At times it gets hot.&nbsp; I am 9 months from upgrade but out of warranty.&nbsp; I have the protection plan...but the deductible for this obvious Trainwreck phone is $149.&nbsp; I am a widowed 63 yr old long time Verizon customer that has had it !&nbsp; This phone is useless if o were to have an emergency situation.&nbsp; There is obviously a serious design issue with this model.&nbsp; And now I am unable to afford to pay my monthly payment AND scrape up $149 for a refurbished Trainwreck that is no secret continuing to happen.&nbsp; Is ANYONE seeing the customer is being shafted here !!!???&nbsp; Is Verizon or Motorola doing anything about this ???</P></BODY></HTML>Mon, 11 Jun 2018 14:56:52 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008636#M904SCRAPPINNANNA022018-06-11T14:56:52ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008637#M905
<HTML><HEAD></HEAD><BODY><P style="margin: 0;">We really appreciate the information that has been shared by all of you. This helps us to get the information that is needed to fix this. We need you to complete the following so that we may further investigate the issue:</P><DIV class="page-wrapper"><DIV class="inner-page-wrapper page-section"><DIV class="alert-page"><DIV class="pad page-section full"><DIV><DIV><DIV><DIV><DIV class="forumTable modern-table thread">&nbsp;&nbsp;&nbsp;&nbsp; <TABLE border="1" cellpadding="0" cellspacing="2" width="100%"><TBODY><TR class="greyBG"><TD colspan="2">&nbsp;&nbsp;&nbsp;&nbsp; <TABLE align="center" border="1" cellpadding="5" cellspacing="0" class="admin-table" width="95%"><TBODY><TR><TD class="admin-text" colspan="2"><OL><LI><SPAN>Complete a Factory Data Reset without restoring any apps, content or inserting any SD Cards into the device.&nbsp;</SPAN><A class="jive-link-external-small" href="https://community.verizonwireless.com/external-link.jspa?url=https%3A%2F%2Fwww.verizonwireless.com%2Fsupport%2Fknowledge-base-212927%2F" rel="nofollow" target="_blank">https://www.verizonwireless.com/support/knowledge-base-212927/</A></LI><LI>Calibrate the battery (See instructions below)</LI><LI>Continue to test for 72 hours after this has been done.</LI></OL><P style="margin: 0;"><STRONG>Recalibrate the battery</STRONG></P><UL><LI>Press and hold the power button until the phone reboots (10secs)</LI><LI>Plug phone into the Original Equipment Manufactured Turbo charger (the charger that came with the phone when it was purchased)</LI><LI>Allow phone to charge to 100% (leave on the charger overnight).</LI></UL><P style="margin: 0;">Please reply back if this behavior persists.</P></TD></TR></TBODY></TABLE></TD></TR></TBODY></TABLE></DIV></DIV></DIV></DIV></DIV></DIV></DIV></DIV></DIV><P style="margin: 0;">&nbsp;</P><P style="margin: 0;">&nbsp;</P><P style="margin: 0;">&nbsp;</P><P style="margin: 0;">&nbsp;</P><P style="margin: 0;">Tamara_VZW<BR />Follow us on TWITTER @VZWSupport<BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Wed, 13 Jun 2018 15:06:29 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008637#M905vzw_customer_support2018-06-13T15:06:29ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008638#M906
<HTML><HEAD></HEAD><BODY><P>I am having same problem. If I am playing a game on phone and get a text it will shut off. Will shut off when talking on phone, will spontaneous restart in my purse. Sometimes the reboot screen shows up, sometimes not. Paid alot for the phone, very disappointed. Verizon told me same thing, get rid of apps, etc.&nbsp; Should not have to do this, there is an obvious problem with this phone or the software. Has not been wet, yes have dropped a few times but newer phones should be able to handle that.</P></BODY></HTML>Fri, 22 Jun 2018 01:52:31 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008638#M906VIPERAY2018-06-22T01:52:31ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008639#M907
<HTML><HEAD></HEAD><BODY><P style="margin: 0;"><SPAN>We want you to be able to use your device without the phone shutting off on you. Lets gather some clues. I'm curious what are the results you receive after you complete a device health check? </SPAN><A class="jive-link-external-small" href="https://community.verizonwireless.com/external-link.jspa?url=https%3A%2F%2Fwww.verizonwireless.com%2Fsupport%2Fknowledge-base-206364%2F" rel="nofollow" target="_blank">https://www.verizonwireless.com/support/knowledge-base-206364/</A><SPAN> How long have you been having these issues?&nbsp;</SPAN></P><P style="margin: 0;">&nbsp;</P><P style="margin: 0;">&nbsp;</P><P style="margin: 0;">Joel_VZW<BR />Follow us on TWITTER @VZWSupport<BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Sun, 24 Jun 2018 01:58:34 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008639#M907vzw_customer_support2018-06-24T01:58:34ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008640#M908
<HTML><HEAD></HEAD><BODY><P>I am also having this issue and I cannot get ANY HELP from Verizon! This is the worst service I have ever had. Obviously, there is something wrong with these phones, but they want to run us through a bunch of bull to determine what we know, the phone needs to be replaced. This issue has cost me a ton of time and money, this is my work phone. It just shuts off randomly during a call, when a notification comes in, or just while it's sitting idle. I refuse to do a factory reset because nobody from your company can get my cloud to back up my contacts or photos. I have tried moving my photos to my card, but the phone doesn't respond to the move button. I am now stuck with a phone that works 50% of the time, and when it does shut down, it completely drains the battery and without a charger in the field, I have lost work. Verizon has really let me down in the past, and now once again. Verizon, call me if you want to help.</P></BODY></HTML>Fri, 13 Jul 2018 21:40:58 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008640#M908SONVME2018-07-13T21:40:58ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008641#M909
<HTML><HEAD></HEAD><BODY><P>My phone is also cutting off randomly then hard to cut back on. I'm really frustrated. Clearly a flaw in the phone. </P></BODY></HTML>Tue, 24 Jul 2018 16:56:19 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008641#M909Cmorris713132018-07-24T16:56:19ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008642#M910
<HTML><HEAD></HEAD><BODY><P>Tamara</P><P>I am having this issue as well with my phone it cuts off randomly and often when I power it back up my battery life has dropped substantially according to the phone it is up to date on updates I deleted some photos and apps but to factory reset my phone I will lose all of my data I have an SD card but when w I try to move items to the SD card it seems that this is unsuccessful I'm not losing all of my contacts and pictures to do a factory reset there's no evidence that doing that will solve the problem and I can't risk losing all of my information and not even solve the problem. </P><P>Do you have another suggestion thanks Crystal</P></BODY></HTML>Tue, 24 Jul 2018 17:02:03 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008642#M910Cmorris713132018-07-24T17:02:03ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008643#M911
<HTML><HEAD></HEAD><BODY><P style="margin: 0;">We know the importance of a correctly functioning device and we want to help. Seeing from your other previous post we see you've done a few troubleshooting steps. Next step would be to perform the factory reset which will delete all the information from your phone's memory and not the SD card. We recommend to use Verizon Cloud to back up your information, which can be downloaded for free from the Play-Store. Let us know how it works out after this step. Thank you!</P><P style="margin: 0;">&nbsp;</P><P style="margin: 0;">Christian_VZW<BR />Follow us on TWITTER @VZWSupport<BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Thu, 26 Jul 2018 17:10:12 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008643#M911vzw_customer_support2018-07-26T17:10:12ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008644#M912
<HTML><HEAD></HEAD><BODY><P>The phone will not even stay on longer than a few min. As soon as I get a</P><P>notification of any kind it shuts off.. Please call me immediately at</P><P> my land line so I can get a new phone. This is debilitating to</P><P>say the least. The worst I've ever had with you guys. This has been over a</P><P>month now and you keep refusing to help! I can to do a reset! Read my</P><P>emails!</P><P></P><P>On Thu, Jul 26, 2018, 10:10 AM vzw_customer_support &lt;</P></BODY></HTML>Fri, 27 Jul 2018 20:43:38 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008644#M912SONVME2018-07-27T20:43:38ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008645#M913
<HTML><HEAD></HEAD><BODY><P style="margin: 0;">We're very sorry about the trouble you've been experiencing, SONVME. We definitely want you to have a working device. We'll be happy to help in any way we can. I tried reaching you at the number you provided, but you weren't available. We removed this number for your security, as this is a public forum. Please check your messages in the system. We've sent you a private message there.</P><P style="margin: 0;">&nbsp;</P><P style="margin: 0;">Eric_VZW<BR />Follow us on TWITTER @VZWSupport<BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Sun, 29 Jul 2018 21:05:30 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008645#M913vzw_customer_support2018-07-29T21:05:30ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008646#M914
<HTML><HEAD></HEAD><BODY><P>I am having the exact same issue for the past few weeks.&nbsp; Phone cashes then shuts off, sometimes while Im on a call.&nbsp;&nbsp; It usually begins to act up when my battery is at 30% or less.&nbsp; When I try to turn it back on it wont come on unless I plug in.&nbsp; I have noticed too, when my battery was not low and it shuts down, when it comes back on the battery says 5% percent, but quickly charged back to the percentage it was at within minutes.&nbsp; Very frustrating.</P></BODY></HTML>Mon, 13 Aug 2018 17:40:33 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008646#M914LISCAR392018-08-13T17:40:33ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008647#M915
<HTML><HEAD></HEAD><BODY><P style="margin: 0;">I can understand how it would be frustrating for your device to power off when the batter is still showing a charge, LISCAR39.</P><P style="margin: 0;">This certainly isn't how you should expect your phone to perform.&nbsp; Are you seeing any error messages on your device? Do you recall any changes just before this issue started? Are you experiencing any issue with the touch screen or physical buttons in addition to your device powering off?&nbsp;</P><P style="margin: 0;">&nbsp;</P><P style="margin: 0;"><SPAN>Please run a Device Health Check:&nbsp;</SPAN><A class="jive-link-external-small" href="https://community.verizonwireless.com/external-link.jspa?url=http%3A%2F%2Fvz.to%2F2wDwhVR" rel="nofollow" target="_blank">http://vz.to/2wDwhVR</A><SPAN> . Are you seeing any alerts once this has been completed?</SPAN></P><P style="margin: 0;">&nbsp;</P><P style="margin: 0;">Lauren_VZW<BR />Follow us on TWITTER @VZWSupport<BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Wed, 15 Aug 2018 18:03:00 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008647#M915vzw_customer_support2018-08-15T18:03:00ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008648#M916
<HTML><HEAD></HEAD><BODY><P>Thank you for your response</P><P>There was nothing unusual that happened to the phone prior to these issue that I can recall.&nbsp; I am not having any issues with the touch screen or buttons on the device.&nbsp; I ran a health check and received the following results.&nbsp; I will address the below and see if this helps.&nbsp; I was not aware of performing a heath check of the device, thank you for the info.&nbsp; I will circle back to let you know if there is improvment<IMG alt="Screenshot_20180815-122343.png" class="image-1 jive-image" src="https://community.verizonwireless.com/legacyfs/online/verizon/229242_Screenshot_20180815-122343.png" style="width: 620px; height: 1102px;" /></P></BODY></HTML>Wed, 15 Aug 2018 19:27:48 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008648#M916LISCAR392018-08-15T19:27:48ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008649#M917
<HTML><HEAD></HEAD><BODY><P>Oh please you sell a defective device and just keep sending out refurbished devices with the same issues!!&nbsp; Start giving refunds so we can replace these terrible devices that are riddled with bugs random shut downs and other issues to numerous to list here!</P></BODY></HTML>Sat, 18 Aug 2018 01:05:29 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008649#M917moto_trouble2018-08-18T01:05:29ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008650#M918
<HTML><HEAD></HEAD><BODY><P>I want a replacement. This issue is ridiculous in a phone less than six months old which I am still paying on!!! If VZW doesn't want to make this right with a NEW, not refurbished, phone, I am going back to ATa&amp;T</P></BODY></HTML>Tue, 21 Aug 2018 02:35:34 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008650#M918Acamp45872018-08-21T02:35:34ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008651#M919
<HTML><HEAD></HEAD><BODY><P>Has there been any update on whether this was figured out. I have been dealing with the same issue for a few months now, and the issue is starting to get worst. Battery was re-calibrated and factory reboot was done. No damage was done, whether water and or physical, and it happens at random times with or without the moto mods.</P></BODY></HTML>Wed, 22 Aug 2018 06:14:22 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008651#M919wishin4more2018-08-22T06:14:22ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008652#M920
<HTML><HEAD></HEAD><BODY><P>I have had the exact same issue ever since I received the Moto Z2 Play as a replacement for my Moto Z Play from Asurion. It is DISGUSTING that Verizon is well aware of this issue and has yet to resolve it. Clearly this model is defective. I have already gone through all of the troubleshooting and factory reset with customer service. I want a functioning phone for all the money I am paying Verizon. At this point my phone shuts off after just one minute. It is effectively useless. What's your next solution, Verizon? </P><P></P><P>NO, there is no warning. The screen just goes black suddenly and it is dead. It takes a long time to restart. No there is no damage to the phone. This has been an issue from the start and gotten worse over time. Factory resets and updates have NOT resolved the issue.</P></BODY></HTML>Wed, 29 Aug 2018 19:12:50 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008652#M920HDV6262018-08-29T19:12:50ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008653#M921
<HTML><HEAD></HEAD><BODY><P>This is not only an issue with the the Z2. I have an original Z Force and I have been having this same problem for the past couple of months. I came to this forum to see if anyone else had found a solution for it, but I see that is not the case. I am ready to throw my phone through a wall. It cuts off all the time, once when I was about to use it to pay for my items at a store, and I didn't have my credit card with me because I always use my phone. I had plenty of battery power left, but it would not restart until I got back in the car and plugged it in!! This is more than a slight inconvenience. I have been with Verizon for almost 20 years and I have another year left on my contract, but I am ready to pay the penalty just because I am so over this. </P></BODY></HTML>Thu, 30 Aug 2018 21:35:20 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008653#M921T1512018-08-30T21:35:20ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008654#M922
<HTML><HEAD></HEAD><BODY><P style="margin: 0;">HDV626, I understand your frustration with your device. We want you to know that your concerns are being heard and we are working closely with Motorola to get this power issue resolved. I know you had mentioned that just a factory data reset has not worked, however, there has been some success doing the reset followed by the calibration. Please do the following steps in the listed order and let us know your findings:</P><DIV class="page-wrapper"><DIV class="inner-page-wrapper page-section"><DIV class="alert-page"><DIV class="pad page-section full"><DIV><DIV><DIV><DIV class="reply-details"><DIV class="forumTable modern-table thread">&nbsp;&nbsp;&nbsp;&nbsp; <TABLE border="1" cellpadding="0" cellspacing="2" width="100%"><TBODY><TR class="greyBG highlightundefined"><TD><DIV class="forumData"><DIV class="replyContent">For the current device please complete a Factory Data Reset without restoring any apps, content or inserting any SD Cards into the device; followed by the re-calibrating process (see below). Once both are completed test the device for 24 hours and confirm if the power cycle persists.&nbsp;<BR /><BR /><STRONG>Recalibrate the battery</STRONG><BR />Press and hold the power button until the phone reboots (10secs)<BR />Plug phone into the OEM Turbo charger<BR />Allow phone to charge to 100% (leave on the charger overnight).</DIV></DIV></TD></TR></TBODY></TABLE></DIV></DIV></DIV></DIV></DIV></DIV></DIV></DIV></DIV><P style="margin: 0;">Melissa_VZW<BR />Follow us on TWITTER @VZWSupport<BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Fri, 31 Aug 2018 19:34:30 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008654#M922vzw_customer_support2018-08-31T19:34:30ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008655#M923
<HTML><HEAD></HEAD><BODY><P style="margin: 0;"><SPAN>T151, I can understand how you're feeling. Having a device powering off unexpectedly would cause me to be feeling the same way. I would be disheartened to see you leave us after being a part of the family for so long. We would love to assist by doing some troubleshooting for this problem. One of the first things we want to do is run a Device Health Check through the My VZ App: </SPAN><A class="jive-link-external-small" href="https://community.verizonwireless.com/external-link.jspa?url=http%3A%2F%2Fspr.ly%2F6587DIrNl" rel="nofollow" target="_blank">http://spr.ly/6587DIrNl</A></P><P style="margin: 0;">Please run that check and share the results with us.</P><P style="margin: 0;">John_VZW<BR />Follow us on TWITTER @VZWSupport<BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Sat, 01 Sep 2018 21:47:01 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008655#M923vzw_customer_support2018-09-01T21:47:01ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008656#M924
<HTML><HEAD></HEAD><BODY><P>I suppose it won't hurt to try this AGAIN. The issue always seems to return though. I actually prefer the Moto Z2 Play to Verizon's Moto Z3 (which has been offered as a replacement) so, if this works I will gladly return it and keep my phone. </P></BODY></HTML>Mon, 03 Sep 2018 17:07:30 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008656#M924HDV6262018-09-03T17:07:30ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008657#M925
<HTML><HEAD></HEAD><BODY><P>This phone is absolutely JUNK!!! There is obviously an ongoing&nbsp; problem with this phone as evidenced here, and many other sites. I haven't read an instance yet where the problem has been rectified other than getting a different phone! </P></BODY></HTML>Thu, 18 Oct 2018 01:03:00 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008657#M925PAINTMEDICS2018-10-18T01:03:00ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008658#M926
<HTML><HEAD></HEAD><BODY><P>My husband bought this Moto Z2 when he thought he lost his phone, but then he found his phone, so we decided to give the Z2 to our daughter. What is wrong with this phone??? It turns off randomly, it has updated about 20 times today, turning itself on/off, and just recently my daughter went to get it off the charger and it was at 85%. Then the device turned itself off and now it won't turn back on. I would try any of CS's recommendations if the phone would even turn back on. Any suggestion? Do I need to take it back up to the store? Look up our account and see how much we spend with you every month. This is ridiculous.</P></BODY></HTML>Sat, 20 Oct 2018 23:21:09 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008658#M926sierraskyesmom2018-10-20T23:21:09ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008659#M927
<HTML><HEAD></HEAD><BODY><P style="margin: 0;"><SPAN>I am so sorry you are having the same experience as some of the other Motorola Z2 users. That was never what we intended for our customers when we introduced this model, and we are very invested in resolving the issue for each and every customer that has been affected. We have found that following the instructions in this link to perform a Factory data reset will correct your issue. Please make sure you remove the SD memory card first and then follow the battery recalibration instructions&nbsp;below. If it does not work, we will very happily replace the device for your daughter. Please don't hesitate to reach out if you need more assistance. </SPAN><A class="jive-link-external-small" href="https://community.verizonwireless.com/external-link.jspa?url=https%3A%2F%2Fwww.verizonwireless.com%2Fsupport%2Fknowledge-base-212927%2F" rel="nofollow" target="_blank">https://www.verizonwireless.com/support/knowledge-base-212927/</A></P><P style="margin: 0;"><STRONG>Recalibrate the battery</STRONG><BR />Press and hold the power button until the phone reboots (10secs)<BR />Plug phone into the OEM Turbo charger<BR />Allow phone to charge to 100% (leave on the charger overnight).</P><P style="margin: 0;">&nbsp;</P><P style="margin: 0;">Tina_VZW</P><P style="margin: 0;"><BR />Follow us on TWITTER @VZWSupport</P><P style="margin: 0;"><BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Mon, 22 Oct 2018 23:41:00 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008659#M927vzw_customer_support2018-10-22T23:41:00ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008660#M928
<HTML><HEAD></HEAD><BODY><P>As I stated in my post, I had this issue and it was all about memory management. Unfortunately, there was no support to be found anywhere about this. I had to troubleshoot it myself, but was finally able to get my phone working again. </P></BODY></HTML>Sat, 24 Nov 2018 03:59:45 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008660#M928intermedx2018-11-24T03:59:45ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008661#M929
<HTML><HEAD></HEAD><BODY><P>I had a similar problem. Try to clear the cache and see if that helps. I did this and it seemed to help. If you need to learn how to clear the cache, you can find a You Tube video if you type in "clear cache moto Z2 play"</P></BODY></HTML>Sat, 24 Nov 2018 04:01:57 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008661#M929intermedx2018-11-24T04:01:57ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008662#M930
<HTML><HEAD></HEAD><BODY><P>I think this is Motorola's problem and they should really recall the phone. I have the same problem and have had it for a very long time. My parents can't afford to buy me a new phone. and I fell that if this phone shouldn't work we should get a refund or get atleast a new phone like the z3 which supposedly is fixed</P></BODY></HTML>Tue, 25 Dec 2018 23:10:56 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008662#M930shanenicholas042018-12-25T23:10:56ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008663#M931
<HTML><HEAD></HEAD><BODY><P>shanenicholas04, </P><P>We can relate to how important it is for you to be able to have a device you can rely on. Describe what is happening. When did the concerns begin? What changes were made to your device immediately before the the concerns began?</P><P><SPAN style="font-size: 10.0pt; font-family: 'Tahoma','sans-serif'; color: black;">KatiM_VZW</SPAN></P><P><SPAN style="font-size: 10.0pt; font-family: 'Tahoma','sans-serif'; color: black;">Follow us on Twitter @VZWSupport</SPAN></P><P><SPAN style="font-size: 10.0pt; font-family: 'Tahoma','sans-serif'; color: black;">If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</SPAN></P></BODY></HTML>Thu, 27 Dec 2018 23:22:42 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008663#M931katim_vzw2018-12-27T23:22:42ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008664#M932
<HTML><HEAD></HEAD><BODY><P>All 3 of us have the Moto Z2 Play. One of our phones has been having this issue for a few months now, but the other 2 are OK. It's gotten worse the past few weeks shutting off several times a day. Last night I did the Factory Reset and Calibrate Battery. After spending 2+ hours getting everything restored and set up how I like, the phone just shut off again. What can be done?</P></BODY></HTML>Mon, 28 Jan 2019 20:13:41 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008664#M932emm20192019-01-28T20:13:41ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008665#M933
<HTML><HEAD></HEAD><BODY><P style="margin: 0;">Having a working device is important. We want to make sure that you're device is funcitoning as it should be. With this, is there any damage on your device?</P><P style="margin: 0;">KimberlyS_VZW<BR />Follow us on TWITTER @VZWSupport<BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Wed, 30 Jan 2019 20:36:00 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008665#M933vzw_customer_support2019-01-30T20:36:00ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008666#M934
<HTML><HEAD></HEAD><BODY><P>Has anyone had ANY SUCCESS with the so called Customer Service?&nbsp; I've tried all the suggestions on the many forums related to this issue and contacted CS, who seemingly is only interested in if it has water or corrosion damage.&nbsp; UGH! </P><P>If anyone has any ideas on how to resolve this random shutdown/battery malfunction/camera app misfire, please let me know.&nbsp; </P></BODY></HTML>Thu, 31 Jan 2019 21:30:41 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008666#M934DEBPET822019-01-31T21:30:41ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008667#M935
<HTML><HEAD></HEAD><BODY><P style="margin: 0;">We want to make sure you are all set with your device issues. It sounds like there have been various attempts to get this resolved. With regard to your device how long have you had this as an issue? Has there been any changes or updates to your device previously.</P><P style="margin: 0;">JasperM_VZW<BR />Follow us on TWITTER @VZWSupport<BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Sat, 02 Feb 2019 21:42:29 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008667#M935vzw_customer_support2019-02-02T21:42:29ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008668#M936
<HTML><HEAD></HEAD><BODY><P>It doesn't work</P><P></P><P>On Sat, Feb 2, 2019, 3:42 PM vzw_customer_support &lt;</P></BODY></HTML>Sat, 02 Feb 2019 23:52:08 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008668#M936DEBPET822019-02-02T23:52:08ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008669#M937
<HTML><HEAD></HEAD><BODY><P>Anyone find anything on this? My phone just started doing the same exact thing.</P></BODY></HTML>Sun, 03 Feb 2019 20:47:48 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008669#M937Hahehachoo2019-02-03T20:47:48ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008670#M938
<HTML><HEAD></HEAD><BODY><P>There is no damage to the Moto Z2 Play that I am referring to above. The turn-off issue is not happening as frequently now, but it's still happening.</P></BODY></HTML>Mon, 04 Feb 2019 23:58:55 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008670#M938emm20192019-02-04T23:58:55ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008671#M939
<HTML><HEAD></HEAD><BODY><P style="margin: 0;">DEBPET82, I'm sorry to hear that previous correspondence with other representatives has been unable to resolve your issues with the Moto Z2 Play. I want to ensure that you're able to receive a proper resolution as soon as possible. Please check your inbox for a Private Message.</P><P style="margin: 0;">&nbsp;</P><P style="margin: 0;">LorenzoP_VZW<BR />Follow us on TWITTER @VZWSupport<BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Tue, 05 Feb 2019 00:02:25 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008671#M939vzw_customer_support2019-02-05T00:02:25ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008672#M940
<HTML><HEAD></HEAD><BODY><P style="margin: 0;">I'm sorry to hear that your phone is having these same issues, Hahehachoo. It's important to us that your device is working properly and not shutting off. Have there been any changes to the device since this started happening? Ho long ago did this start? Does your phone have any physical or liquid damage?</P><P style="margin: 0;">&nbsp;</P><P style="margin: 0;">JesusG_VZW<BR />Follow us on TWITTER @VZWSupport<BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Tue, 05 Feb 2019 21:31:25 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008672#M940vzw_customer_support2019-02-05T21:31:25ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008673#M941
<HTML><HEAD></HEAD><BODY><P>It started about 3 weeks ago. No physical or liquid damage. Typically happens when the phone gets to around 56 percent or below. When i am able to get it back on it is often then at about 30 percent.</P></BODY></HTML>Tue, 05 Feb 2019 21:40:31 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008673#M941Hahehachoo2019-02-05T21:40:31ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008674#M942
<HTML><HEAD></HEAD><BODY><P>My guess is that it's a corrupt app on your devices. Go into your Google account and ensure your all you photos, apps with data, etc are backed up to to Google Drive.</P><P></P><P>Go into settings and search Backup. The only result I get is</P><P>Backup</P><P>settings</P><P></P><P>Choose that and ensure backup is turned on.&nbsp; Tell it to backup now (may take awhile) and then you can do a factory data reset. After the factory data reset, Google will ask you to restore apps &amp; data, choose yes; take a nap, because it takes a while to restore all you data. You will need to set up your home screen, log into most of your apps, but all your photos &amp; app data should be there. I've had to do this once or twice on a couple of my Android devices over the years. Goog Luck!</P></BODY></HTML>Wed, 06 Feb 2019 18:48:47 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008674#M942SoccerRef122019-02-06T18:48:47ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008675#M943
<HTML><HEAD></HEAD><BODY><P>The backup function can be found in Settings - System - Backup. You'll notice that if it's turned on, it will basically backup everything... SMS, phone calls, everything.</P></BODY></HTML>Wed, 06 Feb 2019 19:20:10 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008675#M943SoccerRef122019-02-06T19:20:10ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008676#M944
<HTML><HEAD></HEAD><BODY><P style="margin: 0;">I’ve taken some time to review this thread, Hahehachoo, and I’ve worked with customers troubleshooting this phone in the past. We'll work together to get to the bottom of your random power-off concerns. To respect your time, I’ve sent a direct message to your inbox. We’ll go from there.</P><P style="margin: 0;">&nbsp;</P><P style="margin: 0;">GeorgeS_VZW</P><P style="margin: 0;"><BR />Follow us on TWITTER @VZWSupport<BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Thu, 07 Feb 2019 22:00:24 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008676#M944vzw_customer_support2019-02-07T22:00:24ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008677#M945
<HTML><HEAD></HEAD><BODY><P>Okay, this is the second Moto Z force phone I had to do the same shut off. Each has happened after Moto did a systems update.</P><P>Last June my Moto Z phone discharged from 100% to off in a couple of minutes with nothing running as a representative of Verizon watched.&nbsp; Fortunately I had insurance and the phone (Moto Z 2 Force) was replaced by Asurion.&nbsp; A month ago while taking a picture with the phone at 80% charge it shut off, and then indicated the battery at 0%.&nbsp;&nbsp; A few minutes later, I was able to turn it back on and tried to take another picture....got the same shut off.&nbsp; Since then the battery is draining at a much faster rate than before the January update, and the "sudden death" has been occurring more frequently.&nbsp; Yesterday, it finally caused a major problem when it shut off while we were waiting for an Uber to take us to the airport.&nbsp; The Uber cancelled, but we did know because the phone stopped functioning...didn't miss the flight, but it ended up closer than we like.</P><P>Before you send out the stock reply...no damage, no water damage, and I received the phone in June 2018....it's barely 8 months old!</P><P>Verizon and Moto have got to understand that there is either a major design flaw in the code that is disrupting certain models when they do an update or there is a major flaw in the battery that is affected when certain code is changed.</P><P>I will be claiming under my warranty and will make sure that the next phone is not a Moto.</P></BODY></HTML>Thu, 14 Feb 2019 20:13:11 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008677#M945ALOGRO492019-02-14T20:13:11ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008678#M946
<HTML><HEAD></HEAD><BODY><P style="margin: 0;">Having a fully functional device is very important and I know how concerning it can be when the device shuts off without warning, ALOGRO49.&nbsp; I do have a few more questions if you don’t mind.&nbsp; When it comes to powering off, how frequently does this occur?&nbsp; Are you aware of any recent app or operating system updates?&nbsp; I would recommend placing the device in Safe Mode: <A href="https://www.verizonwireless.com/support/knowledge-base-212976/">https://www.verizonwireless.com/support/knowledge-base-212976/</A>.&nbsp; Have you attempted to hard reset your device?</P><P style="margin: 0;">&nbsp;</P><P style="margin: 0;">&nbsp;</P><P style="margin: 0;">AdamB_VZW<BR />Follow us on TWITTER @VZWSupport<BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P></BODY></HTML>Sat, 16 Feb 2019 20:23:01 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1008678#M946vzw_customer_support2019-02-16T20:23:01ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1107601#M3349
<P>mine will do this 4 or 5 timws a day. only verizon apps on phone. did you get a fix yet.</P>Fri, 12 Apr 2019 14:17:37 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1107601#M3349afwojo2019-04-12T14:17:37ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1107882#M3359
<P>I have the same problem with the same phone. It seems to occur more often under&nbsp;60% battery</P>Sun, 14 Apr 2019 03:15:03 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1107882#M3359dan6072019-04-14T03:15:03ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1107919#M3361
<P style="margin: 0;">I apologize you are still experiencing this issue. I know there are many users with the same issue, but some devices will respond to troubleshooting. We recommend that you complete the Factory Data Reset, after you have restored all your personal content.</P>
<OL>
<LI>Complete a Factory Data Reset without restoring any apps, content or inserting any SD Cards into the device.&nbsp;<A class="jive-link-external-small" href="https://community.verizonwireless.com/external-link.jspa?url=https%3A%2F%2Fwww.verizonwireless.com%2Fsupport%2Fknowledge-base-212927%2F" target="_blank" rel="noopener">https://www.verizonwireless.com/support/knowledge-base-212927/</A></LI>
<LI>Calibrate the battery (See instructions below)</LI>
<LI>Continue to test for 72 hours after this has been done.</LI>
</OL>
<P style="margin: 0;"><STRONG>Recalibrate the battery</STRONG></P>
<UL>
<LI>Press and hold the power button until the phone reboots (10secs)</LI>
<LI>Plug phone into the Original Equipment Manufactured Turbo charger (the charger that came with the phone when it was purchased)</LI>
<LI>Allow phone to charge to 100% (leave on the charger overnight).</LI>
</UL>
<P style="margin: 0; ">Please reach out if your problem persists.</P>
<P style="margin: 0; ">&nbsp;</P>
<P style="margin: 0;">TinaN_VZW</P>
<P style="margin: 0;"><BR />Follow us on TWITTER @VZWSupport</P>
<P style="margin: 0;"><BR />If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!</P>Sun, 14 Apr 2019 14:38:30 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1107919#M3361vzw_customer_support2019-04-14T14:38:30ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1110170#M3417
<P>This is EXACTLY what happens to mine and it started right after the new operating system was down loaded. No updates since have fixed the problem and tech services hasn't helped a bit</P>Wed, 01 May 2019 19:07:29 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1110170#M3417Imgladatlast2019-05-01T19:07:29ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1110420#M3427
<P style="margin: 0;">This is not the type of experience that we want for you! Software updates&nbsp;<SPAN class="hiddenGrammarError">are designed</SPAN>&nbsp;to improve your device and not the other way around. We'd love the opportunity to help you with this issue, and in doing so, we'd like to ask some questions. How much battery does the phone have when it turns off? Are you doing something in the device when this issue happens?</P>
<P style="margin: 0;">&nbsp;</P>
<P style="margin: 0;">AbrahamS_VZW</P>Fri, 03 May 2019 19:17:31 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1110420#M3427vzw_customer_support2019-05-03T19:17:31ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1111484#M3438
<P>I have the same shut down issues also. Has there been any progress in a solution to resolve this malfunction?</P>Mon, 13 May 2019 04:09:22 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1111484#M343891624796112019-05-13T04:09:22ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1111554#M3439
<P>I have been having the same issue for some time now. Has anyone found a fix?</P>Mon, 13 May 2019 23:39:52 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1111554#M3439Chrdellinger2019-05-13T23:39:52ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1111704#M3444
<P style="margin: 0;">How long has this been happening? Did this happen after an update?</P>
<P style="margin: 0;">DillonY_VZW</P>Wed, 15 May 2019 04:14:31 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1111704#M3444vzw_customer_support2019-05-15T04:14:31ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1111794#M3446
<P style="margin: 0;">Chrdellinger, we want to do everything we can to ensure your device is working perfectly for many years to come! How long have you been experienceing this issue? Have you tried any troubleshooting on your end to see if it would be resolved? Do you see that it runs out of battery quickly? We're eager to hear back from you! - MichelleH_VZW</P>Wed, 15 May 2019 23:44:25 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1111794#M3446vzw_customer_support2019-05-15T23:44:25ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1116760#M3519
<P>Mine does the same thing, makes weird beep then shuts down and is really hard to turn it back on. I thought maybe it was an app that was causing it but looks like a lot of ppl are having this issue.&nbsp;</P>Tue, 18 Jun 2019 23:14:09 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1116760#M3519Mmmskittles2019-06-18T23:14:09ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1117715#M3532
<P>My phone has started to do this also. It happened for the first time about 3 months ago. It shut off in the middle of a road trip, so I lost my Google Maps navigation.</P><P>Since then, it's randomly shut off in the middle of phone calls, YouTube videos, text messages, and voice recordings.</P>Wed, 26 Jun 2019 15:51:49 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1117715#M3532TheBakers152019-06-26T15:51:49ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1117924#M3535
<P style="margin: 0;">We are sorry to hear about your device issues. I can understand the hassle of using a device that is powering off at random times. I do want to make sure we have reviewed your device and issues to better assist. To clarify, when did this start for you? Have there been any previous updates prior to this occurring?&nbsp; JasperM_VZW</P>Fri, 28 Jun 2019 15:57:50 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1117924#M3535vzw_customer_support2019-06-28T15:57:50ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1118799#M3546
<P>Could we try this again? I got caught up with a new baby in the house and didnt have time to complete the task and the message is now gone.</P><P>&nbsp;</P><P>Thanks!</P>Sat, 06 Jul 2019 23:47:50 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1118799#M3546Hahehachoo2019-07-06T23:47:50ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1119006#M3547
<P style="margin: 0;">Absolutely, Hahehachoo and thanks for checking back in with us over your random shut off issues. We get that life gets busy and congratulations on your new baby! We were able to recover your past replies in this thread.</P>
<P style="margin: 0;">&nbsp;</P>
<P style="margin: 0;">Short of a Factory Data Reset, let's focus on attempting to repair this issue with our Software Repair Assistant. You'll be given the option to keep your personal information so you don't fully erase the phone in this process. This step can help correct any software issues that may be causing the random shut down issue. The link attached will guide you through this process and a computer is needed for this troubleshooting step. Keep us posted on any changes. <A href="http://spr.ly/6601EQo3X" target="_blank">http://spr.ly/6601EQo3X</A></P>
<P style="margin: 0;">&nbsp;</P>
<P style="margin: 0;">&nbsp;</P>
<P style="margin: 0;">AlanS_VZW</P>Tue, 09 Jul 2019 00:20:53 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1119006#M3547vzw_customer_support2019-07-09T00:20:53ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1120490#M3577
<P>Thank you for the assistance. I tried the process above yesterday and today the problem is still occurring.</P>Sat, 20 Jul 2019 17:26:02 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1120490#M3577Hahehachoo2019-07-20T17:26:02ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1120694#M3584
<P style="margin: 0;">We appreciate everything that you have tried and sorry to hear that it did not work. At this time it would be recommended to complete a Factory Reset. Prior to completing this, we recommend to back up your information to ensure nothing is lost. We do offer our Verizon Cloud service to back up your data. Click here <A href="https://www.verizonwireless.com/support/how-to-use-verizon-cloud/" target="_blank">https://www.verizonwireless.com/support/how-to-use-verizon-cloud/</A> for instructions.</P>
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<P style="margin: 0;">Once backed up, you can follow instruction here <A href="https://www.verizonwireless.com/support/knowledge-base-212927/" target="_blank">https://www.verizonwireless.com/support/knowledge-base-212927/</A> on how to complete a factory reset on your device. AlbertoR_VZW</P>Mon, 22 Jul 2019 17:35:00 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1120694#M3584vzw_customer_support2019-07-22T17:35:00ZRe: Moto Z2 Play spontaniously shuts off and is hard to power back onhttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1121246#M3595
<P>I will be attempting the full factory reset in the near future but for further clarification, my phone was at 99 percent battery and did the same thing. It happened when I had Chrome open in the background, I went to take a picture when a new text message came in. As soon as I got the alert for the text, the phone shut off.</P>Fri, 26 Jul 2019 13:34:43 GMThttps://community.verizonwireless.com/t5/Moto-Z-Droid/Moto-Z2-Play-spontaniously-shuts-off-and-is-hard-to-power-back/m-p/1121246#M3595Hahehachoo2019-07-26T13:34:43Z